Customer Service/Career Training
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In today’s competitive environment, profit and non-profit organizations will face operational and financial challenges with employees who are not trained and motivated to provide exceptional customer service. Participants may enroll in any or all modules listed below. Participants must complete all 4 classes for a certificate of completion.
Customer Service Certificate Program
The Importance of Exceptional Customer Service
Customer Services is vital to a business because it is often the only contact a customer has with a business. Students will be provided realistic examples on how to deliver exceptional customer service, which can differentiate your business from competitors and provide you with better financial success. (2 Hours) $49 4/19 6:30pm - 8:30pm R B ROMANO CAR 873 30 19111 HH 112
Gain the skills and knowledge you’ll need to prepare for the Certified Administrative Professional® (CAP®) exam offered by the International Association of Administrative Professionals® (IAAP®). Discover how time management, accounting, organizational behavior, and management affect administrative assistant responsibilities and activities. Also, understand the fundamentals of contracts and the principal-agency relationship; discover ethics and organizational politics; and understand the basics of human resources management. Finally, learn about key management functions such as planning, control, motivation, and organization, discover how to increase creativity, and find out how marketing differs from sales. Once you have registered and paid through MCC, you must complete an online orientation at www.ed2go.com/mcc. Classes begin monthly (24 hours) $130. To enroll: Step 1. www.ed2go.com/mcc to complete the online registration for your selected course. Step 2: Call MCC enrollment at 1-800-818-3434 to complete payment. Not eligible for tuition waivers. For questions, email career_training@middlesex.mass.edu (24 hours) $130
Administrative Assistant Applications EDG 703
The Five Pillars of Effective Customer Engagement
Each pillar of effective customer engagement represents a customer-training milestone and when practiced in the work environment, will better enable students to create an interaction with the customer that will increase trust, appreciation and satisfaction. (2 Hours) $49 4/26 6:30pm - 8:30pm R B ROMANO CAR 874 30 19112 HH 112
The Importance of Verbal vs. Non Verbal Communication
Students will be taught the importance of customer service messaging delivered verbally and through non-verbal communications. Students will be paired with other students for this interactive exercise and training session. (2 Hours) $49 5/03 6:30pm - 8:30pm R B ROMANO CAR 875 30 19113 HH 112
Turning the Difficult Customer into a Cheerleader
Students will be trained in defusing a dissatisfied, angry or hostile customer through the art of the apology and other customer engagement tactics. (2 Hours) $49 5/10 6:30pm - 8:30pm R B ROMANO CAR 876 30 19114 HH 112
If you wish to invoice your employer for noncredit courses, notify MCC upon enrollment: 1-800-818-3434.